Director, US Market & WW Escalations

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us

The Customer Engagement Center aims to strategically design, develop, and evolve industry leading Customer Engagement and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Contact Center (both Medical Information and Customer Information) Strategy. This leader will provide direction as it relates to systems, processes, standards and services including managing the relationship with the Contact Center Partners covering US Medical Information and Customer Information Center and Global Escalations and Variant Content.

Key Responsibilities:

• Develop and Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance as well as commercial contact center in alignment with WW SCE goals and objectives.
• Strategic Leadership of a diverse team focused on delivery of Medical Information and Customer Information in the US Market. Develop, coach and foster individual and team development.
• Relationship lead with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical Content/Pubs Leads, Market Leads and WW Field Medical & Medical Effectiveness Leads, and Business Solutions in order to: Provide an MI request service for managing complex questions in a timely and efficient manner; Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs; Provide MI guidance and support for local or WW congress booths as required
• Relationship lead with all key matrix functions at a US Commercial level in order to: Provide an customer information service for managing complex customer interactions in a timely and efficient manner
• Lead Customer Engagement Center activities, such as: Innovative approach towards service evolution while adhering to budgets and timelines; Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness; Delivery of performance reports and insights to stakeholders; Inspection readiness and audit participation; Oversight of supplier budget; Telephony design
• Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
• Oversight of team as it relates to: a) Training Plans for existing and launch products and programs b) Quality oversight c) Content maintenance and creation to address needs d) Escalation support e) Systems and solutions f) Budget & Operational deliverables

Qualifications & Experience

• Advanced degree (e.g., PharmD)
• 10 years of experience in Medical Information, Contact Center, or related field
• Leadership skills; Prior Experience managing a diverse team
• Excellence in communication; Ability to establish strong cross functional matrix relationships
• Ability to critically analyze performance against quality measures, metrics, and process
• Strong innovation, decision making and problem-solving skills

#LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol
Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it enhances the Company culture.

COVID-19 Information
To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

BMS is dedicated to ensuring that people with disabilities can perform complex functions through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

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